Last updated: 3 November 2026

If we can’t find a solution to your problem, you pay nothing. If we find the problem and give you a solution you choose not to go ahead with, you pay our diagnostic or call-out fee for finding it. This applies to drop-off repairs, on-site call-outs and remote support, for home and business customers.

• Reported Problem: the problem you describe when you book or drop off your device. We record it in writing on your booking confirmation or job sheet.

• Solution: a way to resolve the Reported Problem that we explain to you, such as a repair, a part replacement, a settings change or a step you need to take.

• Diagnostic Fee: the fee for finding the cause. It is stated before we start.

You pay nothing, and we issue no invoice, if either of these happens:

1. We cannot find the cause of the Reported Problem, or we cannot offer you a Solution.
2. You approve a repair and it does not resolve the Reported Problem. You are not charged for labour or parts used in that attempt.

If you paid a deposit or paid in advance, we refund it in full within 5 business days of telling you the outcome.

The Diagnostic Fee is payable if we find the cause and offer you a Solution, and then any of these happens:

• You decline the quoted repair, for example because the replacement part costs more than you want to spend.

• The cause is outside our control and we explain it. Examples are an internet provider outage, a fault in a third-party service or website, or a fault covered by another company’s warranty. Identifying and explaining it counts as a Solution.

• A repair is not practical or economical. The part is unavailable, or repair would cost more than the device is worth, and we advise replacing it.

• You withdraw after we start. You pay for the work done up to that point at our standard rates, plus any non-returnable parts we ordered at your request.

The Diagnostic Fee is credited toward the repair, so you never pay it twice. For on-site work, the call-out fee covers the first hour and further time is charged at $100 per hour. Drop-off repair quotes show the total including the diagnostic fee.

Before any repair beyond diagnosis, we give you a written quote by email, text or on your job sheet and wait for your approval. If we find the repair will cost more than quoted, we stop and ask before continuing. We do not charge more than the approved quote without your agreement.

This policy is in addition to your rights under the Australian Consumer Law and does not limit them. See also our Warranty Policy.